Terms of Service

Last updated: 31 March 2026

1. Acceptance of Terms

By accessing or using the Hostu platform ("Platform"), operated by Hostu Limited ("Hostu", "we", "us", "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree with any part of these Terms, you must not use the Platform.

Hosts are defined as any person offering accommodation on the Platform. Guests are defined as any person booking accommodation on the Platform.

We may update these Terms from time to time. Continued use of the Platform after changes constitutes acceptance of the updated Terms.

2. Platform Only

Hostu provides the technology platform to assist Hosts and Guests arrange a contract for short term accommodation. Hostu is not a party to any accommodation agreement between Hosts and Guests.

3. Eligibility

You must be at least 18 years of age and capable of forming a legally binding contract under New Zealand law to use this Platform. By registering, you confirm that you meet these requirements.

4. Host Obligations

As a Host, you agree to:

• Provide accurate, complete, and up-to-date listing information, including descriptions, photos, pricing, and availability.
• Comply with all applicable New Zealand laws and local council regulations, including the Residential Tenancies Act 1986, Building Act 2004, and any relevant bylaws related to short-term accommodation.
• Maintain appropriate insurance coverage for your property and short-term rental activities.
• Honour confirmed bookings and communicate promptly with Guests.
• Ensure your property meets reasonable standards of safety, cleanliness, and habitability.
• Comply with New Zealand tax obligations, including GST registration where applicable and income tax reporting.

5. Guest Obligations

As a Guest, you agree to:

• Provide accurate personal information when making a booking.
• Treat the Host's property with reasonable care and respect.
• Comply with any house rules set by the Host.
• Not exceed the maximum number of occupants specified in the listing.
• Report any damage or issues to the Host promptly.
• Leave the property in a reasonable condition at the end of your stay.

6. Bookings & Payments

When a Guest makes a booking, it constitutes a binding agreement between the Guest and the Host. Hostu facilitates payment processing.

Fee structure

• Guests pay a 1.5% Secure Booking Fee on each booking.
• Hosts pay an annual membership of NZ$199 + GST.

General payment terms

• Guests are charged at the time of booking confirmation.
• All prices are listed in New Zealand Dollars (NZD) and are inclusive of GST.
• Hostu is not responsible for additional charges or arrangements made directly between Hosts and Guests.

7. Cancellations & Refunds

Cancellation policies are set by each Host and displayed on the Host's listing page. Guests should review the cancellation policy before confirming a booking.

• Refunds for Guest cancellations are processed according to the Host's selected cancellation policy.
• Where a Host cancels a confirmed booking, the Host agrees that the Guest will receive a full refund. The Guest agrees not to make any further claim against the Host or Hostu.
• Where Hostu mistakenly makes a payment to a Host or Guest, the recipient of that payment agrees to promptly reimburse Hostu within 24 hours of becoming aware of the payment.

8. Trust Account

Hosts and Guests agree that all Guest payments are to be paid into the Hostu Trust Account.

Guests have 24 hours from scheduled check in to lodge a complaint regarding the property. If Hostu, in its absolute discretion, considers the complaint serious, Hostu may hold the funds in its Trust Account until the complaint is resolved.

If no complaint is received, or Hostu considers the complaint is not serious, then Hostu will release the guest payment to the Host within 2 Business Days of the end of the 24 hour complaint window.

9. Limitation of Liability

To the fullest extent permitted by New Zealand law, including the Consumer Guarantees Act 1993:

• Hostu provides the Platform on an "as is" basis and makes no warranties regarding the quality, safety, or legality of any listing.
• Hostu is not liable for any direct, indirect, incidental, or consequential damages arising from the use of the Platform, including property damage, personal injury, or financial loss.
• The contract for accommodation is between the Host and the Guest. Hostu makes no representations or warranties in relation to the Host, the property, or the suitability of Guests.

10. Intellectual Property

All content, trademarks, logos, and intellectual property on the Platform are owned by or licensed to Hostu. You may not copy, reproduce, or distribute any part of the Platform without our prior written consent.

By uploading content (including photos and descriptions) to the Platform, you grant Hostu a non-exclusive, worldwide, royalty-free licence to use, display, and distribute that content in connection with the Platform.

11. Account Termination

We reserve the right to suspend or terminate your account at any time if you breach these Terms, engage in fraudulent activity, or behave in a manner that is harmful to other users or to Hostu.

Voluntary account closure

You may close your account at any time via the Dashboard settings or by emailing support@hostu.co.nz. When you request closure:

1. Immediate deactivation. Your account is set to DEACTIVATED status. Your listings are removed from search results and you can no longer sign in.
2. Confirmation. You will receive a notification: “Your account has been deleted. All your data is scheduled to be deleted 30 days from today’s date.”
3. 30-day scheduled purge. All personal identifying information (PII), listing content, and guest databases are permanently deleted 30 days after deactivation.
4. Legal retention override. Non-personal transaction records required for Inland Revenue (IRD) compliance — including GST collected, payout amounts, and invoice references — are moved to a secure, encrypted archive and retained for the statutory 7-year period required under New Zealand tax law. These records contain no personal identifying information.

Existing bookings and obligations will survive account closure until fulfilled. If you have active bookings at the time of closure, your account will remain in a limited state until those bookings are completed or cancelled, after which the 30-day purge schedule begins.

12. Disputes & the Serious Complaint Process

Hostu operates a Serious Complaint Process designed to protect both Hosts and Guests.

24-hour complaint window

Guests have a 24-hour window from their scheduled check in time to lodge a Serious Complaint by emailing support@hostu.co.nz with the word "Complaint" and the Booking reference as the subject. Complaints that do not follow this format, or are lodged after this window, will not be eligible for automatic fund-hold under this process.

Serious vs. non-serious complaints

• Serious Complaint: Hostu will consider the complaint and will determine in its absolute discretion whether the complaint is "Serious". Without limiting Hostu's discretion, an example of a serious complaint may be where the property is materially different from its listing description, is unsafe, is uninhabitable, or where the Host has failed to provide access. Examples include (but are not limited to): no running water, no electricity, significant pest infestation, structural hazards, or the property being substantially different from the listing photos and description.
• If a complaint is deemed Serious, funds held in the Secure Trust Account will continue to be held while a Hostu team member conducts a review and works with both parties to reach a resolution.
• Non-serious complaints: Where a complaint does not meet the threshold for a Serious Complaint (e.g. minor cosmetic issues, personal preferences, amenities that are functional but not to the Guest's taste), funds are released to the Host within two business days and the parties are encouraged to resolve the matter themselves.

Mediation

If a Serious Complaint cannot be resolved through Hostu's internal review, either party may request independent mediation. Mediation will be conducted by a mutually agreed independent mediator, or failing agreement, a mediator appointed by Hostu.

Costs of mediation

The costs of mediation are shared equally between the parties unless the mediator determines otherwise. Where possible, mediation costs may be deducted from the funds held in the Hostu Trust Account, with the balance released as directed by the mediator, or as agreed between the parties.

Liability

Hostu acts as a platform facilitator and is not a party to any accommodation agreement between Hosts and Guests. Hosts and Guests agree not to make any claim against Hostu in relation to the use of the Platform, the accommodation agreement or otherwise.

Escalation

If a dispute cannot be resolved through mediation, either party may refer the matter to the Disputes Tribunal of New Zealand (for claims up to $30,000) or the District Court for larger claims. All disputes are subject to the governing law set out in Section 13.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of New Zealand. Any disputes arising from these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts of New Zealand.

14. Contact

If you have questions about these Terms, please contact us at support@hostu.co.nz.